Grill'd Burgers - Coolangatta — Restaurant in Gold Coast City

My girlfriend and I came in to order one cheeseburger for take away. First they messed up my order and charged us for two burgers. So we had them cancel one and they gave us a refund for the one. After that we were waiting for 30 minutes while the restaurant was completely empty. So I went to question them as to why it was taking so long and to see what the problem was. The manager Kiki was extremely rude to me and my girlfriend. Not once did she apologize, she made it seem like it was our fault and told us that the whole order had been canceled by the person at the register who had messed up on our order initially. So I asked Kiki if she thought it was canceled how come we were standing right in front of them waiting and they didn’t even bother to ask us why we were still there. I got a rude comment back.Then we asked for a refund cause we didn’t want to wait anymore for a burger, then Kiki continued to be rude and unapologetic for what had just happened. Then out of nowhere another employee comes us and tells us to just chill out and has the most condescending attitude with us… never once did we get an apology, this was my first time trying this place and I will never go back here again. Not to mention watching the cooks eating fries while working and chewing over all the food was pretty disgusting. So many wrong things about his experience, I see now why there are so many...

Normally Grill’d is great. Great burgers and it’s quite literally one of the only places can eat out because it’s allergy friendly. The times I’ve gone in for take away the burgers were made fast and were delicious. Today however….I went in with a friend to get takeaway again. Burgers are a treat and not something I do often. I ordered two build a burger for my kid and I, and my friend ordered 6 chicken bites. The girl said they’d be about 10 mins. Over 20 mins later she barely mumbled out “2 gluten free burgers” and no attempt to call my name. I would have thought that the chicken bites would come out first because they were really tiny. But it took another almost 20 for them to come out. By that time my burgers were almost cold. By the time I got them home they were stone cold. The bun was almost hard as a rock and I could barely chew it. The egg was over cooked. There was no bacon on my kids burger even though I ordered it (it’s on the receipt) and the chicken was dry and the bun again hard as a rock. When my friend went up to ask why her chicken bites were taking so long it took a good minute for her to process the question and give her an answer. I was really disappointed considering this is usually a good place, and I’m on a pension so it’s not something I can...

When you go to Grill’d you know what you’re going to get. Basic, but tasty burgers and friendly competent staff. Not sure what’s happened to this place, but it has really gone down hill over the last 6 months or so. The food is still ok, although like others have mentioned, I’ve experienced the odd burnt burger and undercooked chips, however the staff turnover is wild! Literally every time I’ve been in the last couple of months there’s a whole new suite of staff and they have no idea what they’re doing. They don’t know the menu. They constantly get orders wrong. They forget to bring out drinks.

Obviously when bringing on new staff there’s going to be a period where they’re learning the ropes, which is why it’s important to have some experienced staff to help. But it seems like this place is really struggling to hold on to any staff, which suggests there’s something rotten in the way the store is being managed.

Others have mentioned they have seen staff members publicly humiliated? I’ve not seen it myself, but it would explain why there’s such a high turnover. Maybe Grill’d head office need to check in on this store, because it’s a bit of a mess...